CX Decoded By CMSWire Dom Nicastro

We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta, and Tom Wentworth, CMO at Recorded Future. 
In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day technology. And Tom takes us through his strategic use of in-house media to build trust and credibility in the cybersecurity space.

This episode is brought to you by Wix Studio.
In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digital transformation spurred by the pandemic.

This episode is brought to you by Wix Studio.
In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.

This episode is brought to you by Wix Studio.
This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences.
The conversation dives into the nuances between UX design and experience design, emphasizing the importance of integrating service design and journey management to improve financial wellness through better customer journeys in insurance and investment products.

This episode is brought to you by Wix Studio.
We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.

This episode is brought to you by Wix Studio.
Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity across all business operations.